ITIL 4 Foundation Practice Exam

Which of the following best describes a service desk interaction?

1. A phone call resulting in a service request

2. A meeting with stakeholders to discuss changes

3. Creating reports of service performance

4. A formal update to the change authority

The correct answer is: A phone call resulting in a service request

A service desk interaction is most accurately characterized as a phone call resulting in a service request. This is because the service desk serves as the primary point of contact for users seeking assistance. When users call in, they often report issues or request services, which are documented as service requests. The purpose of the service desk is to ensure that users receive timely support, facilitating the efficient management of incidents and service requests. Other options involve activities that, while important in the IT service management context, do not directly fit the typical scope of a service desk interaction. Meetings with stakeholders to discuss changes are more strategic and involve planning rather than immediate user support. Creating reports of service performance typically occurs at a management level and focuses on analyzing data rather than direct interaction with users. Meanwhile, formal updates to the change authority relate to change management processes, which again do not involve the immediate support that a service desk provides. Thus, a phone call resulting in a service request epitomizes the direct engagement and operational focus of a service desk.